Hospitality Manager – Multi-Unit Operations

Company: High Adventure Chicken

Brand: Zaxby’s

Location: Overseeing 5 Zaxby’s Locations

Reports To: Owner / Director of Operations

Position Summary

We are looking for a strong Hospitality Manager to elevate the guest experience across all five of our Zaxby’s locations. This role is responsible for building a culture of hospitality, accountability, cleanliness, and operational excellence.

The Hospitality Manager will work directly with General Managers and leadership teams to improve customer satisfaction, team member engagement, training standards, and overall restaurant atmosphere. This person must be highly organized, people-focused, energetic, and capable of leading by example in a fast-paced environment.

This is not just a customer service role — it is a leadership position focused on creating consistent, high-level guest experiences across multiple stores.

Key Responsibilities

Guest Experience & Hospitality

• Lead and maintain exceptional hospitality standards across all five locations
• Ensure every guest receives fast, friendly, and accurate service
• Monitor guest feedback, online reviews, and customer satisfaction metrics
• Resolve escalated guest concerns professionally and quickly
• Develop systems to improve guest retention and repeat visits
• Conduct hospitality audits and store walkthroughs regularly
• Create a welcoming atmosphere for guests and team members

Team Leadership & Culture

• Coach managers and team members on hospitality expectations
• Reinforce company culture, professionalism, and accountability
• Assist in hiring and onboarding front-of-house team members
• Develop recognition and morale programs for employees
• Support leadership development within each restaurant
• Help create a positive, energetic work environment

Training & Development

• Implement hospitality and customer service training programs
• Ensure all stores follow brand service standards consistently
• Train leadership teams on guest recovery and conflict resolution
• Identify operational weaknesses and provide corrective coaching
• Work alongside General Managers to improve team performance

Operational Excellence

• Ensure dining rooms, restrooms, parking lots, and guest areas remain clean and fully maintained
• Monitor speed of service and operational flow
• Assist stores during peak hours and high-volume periods
• Support execution of promotions, community events, and local marketing efforts
• Ensure consistency in presentation, cleanliness, and hospitality across all locations

Performance & Accountability

• Track guest satisfaction trends and improvement opportunities
• Conduct regular store evaluations and follow-up action plans
• Hold leadership teams accountable to hospitality standards
• Provide weekly reports to ownership on store performance and guest experience
• Help drive sales growth through improved customer experience

Qualifications

• 3+ years of restaurant management or hospitality leadership experience
• Multi-unit restaurant experience preferred
• Strong leadership and communication skills
• Passion for customer service and team development
• Ability to work flexible hours, including nights and weekends
• Highly organized with strong follow-through
• Comfortable coaching managers and holding teams accountable
• Valid driver’s license and reliable transportation

Preferred Traits

• Positive and energetic personality
• Strong attention to detail
• Ability to build relationships with employees and guests
• Calm under pressure
• Self-motivated and solution-oriented
• High standards for cleanliness and professionalism

Compensation & Benefits

(Customize this section based on your structure)

Example:

• Competitive salary
• Performance-based bonus opportunities
• Mileage reimbursement
• Paid time off
• Leadership development opportunities
• Meal discounts

Zaxby's is an American chain of fast casual restaurants offering chicken wings, chicken fingers, sandwiches, and salads. The chain operates primarily in the South, and has more than 900 locations.

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